How can I get a complaint resolved?

[JEE]

Hi - I have been emailing Velocity for over 6 months over points that should have been accumulating from a partner service. They say they can see that I should have accumulated points - ie they are admitting the fault is with them - but still no action. It is now at the point where they don't reply to my enquiries.

I think 6mths is more than enough. How can I escalate this? Is there a complaints body or ombudsman etc I can take this to? Clearly Velocity are no longer listening so I don't see the point of continuing to argue with them.

Thanks.

 

[eastwest101]

Hi - I have been emailing Velocity for over 6 months over points that should have been accumulating from a partner service. They say they can see that I should have accumulated points - ie they are admitting the fault is with them - but still no action. It is now at the point where they don't reply to my enquiries.

I think 6mths is more than enough. How can I escalate this? Is there a complaints body or ombudsman etc I can take this to? Clearly Velocity are no longer listening so I don't see the point of continuing to argue with them.

Thanks.

I am sure there may be other suggestions but maybe your state department of consumer affairs, depending on which state you live in? If they are just ignoring you then I think its time to escalate it. Hope you have an email/paper trail of the original complaint and any Velocity responses from earlier as its probably the first thing that the state dept of consumer affairs/fair trading will ask for.

Welcome to the forum by the way!

 

[Mwenenzi]

Try Airline Customer Advocate (ACA)

The Airline Customer Advocate (ACA) provides a free and independent service to eligible customers of major Australian airlines by facilitating the resolution of current unresolved complaints about airline services.

But do not expect much response.

 

[serfty]

Welcome to AFF.

I have alerted The Velocity Representative of this thread. Hopefully they can assist.

 

[Daver6]

Contact them via Twitter. It is unfortunate that the best way to get results from large companies is through public shaming.

 

[VPS]

Contact them via Twitter. It is unfortunate that the best way to get results from large companies is through public shaming.

+1 for that - twitter gets all instant responses

 

[basso]

Contact them via Twitter. It is unfortunate that the best way to get results from large companies is through public shaming.

Not just large companies. Sometimes companies of any size, big or small, have to be dragged through the social media mud to get a response. The real tragedy is they don;t get it, and can't understand what they did wrong.

 

[alien]

Welcome to AFF.

I have alerted The Velocity Representative of this thread. Hopefully they can assist.

In my experience the rep has never responded to my messages. Good luck

 

[pauly7]

Once I've been accused of lying by VA 'Customer Care' when we were going back and forth and back and forth trying to sort out a problem. Unfortunately for them they put it in an email.

Sending that email back to a superior resulted in very quick resolution. And profuse apologies.

Suggest just keep after them and wear them out, their customer service is still stuck in the LCC days.

 

[Velocity Frequent Flyer]

In my experience the rep has never responded to my messages. Good luck

Sorry Alien, We don't have any record of you in our inbox. Feel free to send again, if still outstanding.

For the record, we did offer to help the OP, but there was no response.

 

[alien]

Sorry Alien, We don't have any record of you in our inbox. Feel free to send again, if still outstanding.

For the record, we did offer to help the OP, but there was no response.

Thanks. Not sure how many Virgin Staff use the account but my request was back in July 2012. I'll send you a private message.